Normal 'wear&tear?' Update happy ending. Replacement box mailed!

[Matt S]

just arrived. Single box shipping once again, cutting corners where none should be cut. And yes, aware of the $10 option extra *something the competition includes already*. Is there an option to choose the 'do it right the $10 time' option and the time of check out? Its not like anyone can actually get a hold of anyone over at SideshowToy these days.






The upside down sticker is an especially nice touch.

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

its time to be held accountable, Sideshow toy. I miss Sideshow Collectibles a lot right about now.

Sent a long, very concise email to Returns team on 2/3/16 at about 6:57p Central time (4:57 pacific).

Message at the number says, 'You have reached us after hours.' Seems to go to voicemail but there is no beep, nor indication you can actually talk even after the automated lady says please do so....and then hangs up on you. Anytime before 5:30p is normal hours, right?

855 743 3746 is the number I call...cell phones not friendly to the whole 800-Sideshow thing as numbers and letters different now

 

[Collectorcol]

Re: Will this be considered 'normal wear and tear'?

It's a box. Not their fault the shipping company didn't take care.

The prolonged issues with contacting them are their responsibility.

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

No joke, I received two Hot toys SW figures today. One from Sideshow, one from some ebay seller. Sideshow was actually more expensive, shipping wise. Two very different experiences......You know when EBAY is actually cheaper than Sideshow, adjustments need to be made.


Guess which item was mint and the other not?

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

It's a box. Not their fault the shipping company didn't take care.

The prolonged issues with contacting them are their responsability.

I used to work for UPS, and let me tell you: its amazing more stuff doesn't get damaged. Its a hard, job. i respect how well they do overall, and yeah things happen. But when Sideshowtoy ships out in a single box option, every time is a problem now. Every time.

Sideshow needs to give us the 'pack out' option at checkout. I only order EX from them anymore anyways, so this will affect me 5-6 items a year, but this is 0-2 and the response from mr Daniel last time was 'sorry, normal wear/tear'

Ah, no. I am not bashing anyone individually, but its time for some serious buisness adjustments.

As items become more and more expensive, these issues need to be handles differently.

When Items were $50 each, and they used to be 'sorry sir, replacement box will be sent ASAP,' to the new $215 each era and the response is now, effectively, 'sucks and all, but yeah - normal wear and tear. Suck it up, buttercup.'

 

[SwedishHeat]

Re: Will this be considered 'normal wear and tear'?

It's funny you keep harping on Sideshow Toy vs Sideshow Collectibles.

They haven't been Sideshow Toy for years. Their business name is Sideshow Collectibles. . . branding wise, it's just Sideshow.

Oh, and the simple solution is to stop buying from them. They've changed for a reason, nothing you can do is going to make them change back.

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

It's funny you keep harping on Sideshow Toy vs Sideshow Collectibles.

They haven't been Sideshow Toy for years. Their business name is Sideshow Collectibles. . . branding wise, it's just Sideshow.

Oh, and the simple solution is to stop buying from them. They've changed for a reason, nothing you can do is going to make them change back.

Well, i would, but they do get some EXs in...like the Jakku EX and yes, its almost (not quite) worth the extra amount via Ebay, But, i scored a Kylo Ren for a hair above Sideshow retail.....And I guess if I really didn't care, I wouldn't get so worked up about it. i want them to change. Sure, most customers do not call or write. They just shop elsewhere. I am still that vocal minority of shoppers that want them to fix what's not working.

I will be honest, Sideshow brings it out of me.

Stages of being a Sideshow customer.

Ordering day of your future new item:

This is what its like when you open your new, single pack Sideshow box:

This is what its like once you have vented with super cool, fellow freaks:

This is what its like when you are in week 3 and still awaiting for a response about your damaged item:

And this is what its like when Mr Daniel has just sent you an email, saying, 'im sorry, that's normal wear and tear!;


The Sideshow Seven Stages of Shatner is ****ing real my friends....!

 

[The Clown Prince]

Re: Will this be considered 'normal wear and tear'?

Matt makes a good point, simply going to order some where else is a sissy choice, we are paying top dollar for these things when something is wrong we want solutions damn it. Brennan of sideshow has given me a though time twice but I rather lose money shipping the defective figure back to them and ordering a new one

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

Going forward on SSC, I will pay for the extra pack out.......figured the amount earned in points will be a wash, but a wash is better than nothing, still...

 

[Sweet Rabbit]

Re: Will this be considered 'normal wear and tear'?

Was the figure damaged?

 

[inked]

Re: Will this be considered 'normal wear and tear'?

Going forward on SSC, I will pay for the extra pack out.......figured the amount earned in points will be a wash, but a wash is better than nothing, still...

Make sure and contact them each time an order is being readied to ship, I have a note on my account to always pack out and Sideshow still only bother 50% of the time. And it's pointless contacting them to discuss it, as their standard response now is "if you are concerned about the state your goods will arrive in, shop somewhere else"

 

[Matt S]

Re: Will this be considered 'normal wear and tear'?

Thanks for the heads up, Inked.

Ink: no, figure itself is fine. Reason I care: if I decide to resell the figure, I don't want to sell it as damaged.....

 

[Matt S]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

Got a response email from Sideshow today. Here it is in its glory:

Hi Matt,

Thanks for contacting Sideshow's Support! One of our support ninjas will get back to you ASAP.

To add additional comments to this request, simply reply to this email. Thanks!

So, its an email saying they got my response, and to expect another response......so, another week minimum I am guessing.....LORD, wow, just how backup are they over there?

 

[GeneralZodLives]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

It's almost the middle of February--any issues with being behind on customer service responses from the beginning of the year should have been cleared up by now. It definitely makes dealing with them more aggravating when you have an issue and it takes a week or two to hear back from a real person.

 

[Matt S]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

Agreed...........they need to hire more people. Contact with them is a chore

 

[Skywalker(OG)Kush]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

I used to love their customer service, now I loathe it. You cannot get ahold of them anymore and they take forever to respond to exchange requests. Their Products are too expensive for this type of support & response times. I expect this type of service from walmart not a company that sells high end niche goods

 

[Matt S]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

I got a new email today, so that was very nice, and the rep is trying which is appreciated. Email follows:

Dear Matt,

Thank you for contacting our customer service department.

I see that you have been working with Daniel regarding this issue. I can confirm that an inquiry with pictures has been received, however, we are lacking a picture that shows a hole in the C-3PO graphic box that was sent to you. Please send any pictures that you have of any damages to the graphic box. Once we are provided with a picture that shows the hole and damage, we will be happy to assist you in any way that we can in getting you a replacement box.

In addition, I went ahead and added a permanent note to your account to ensure that the pack out service will be added to all applicable existing and future orders. As a courtesy, I am happy to have your next order be packed out at no expense. We appreciate the feedback and are currently working towards having the pack-out service option included on our website. I sincerely apologize for the inconvenience.

As always, please do not hesitate to contact our customer service department with further questions or concerns.


Now, as you see the only issue is that some confusion was caused in thinking I had sent a new email on the C-3p0 box, which was received with some damaged, but minor. I had meantioned it as 'last item I rec was C-3P0 and was also damaged'

Had to clarify the new inquiry was on the Stormtrooper and did attach 3 of the pics at the front of this thread as proof, since Proof is clearly needed by them. A little frustrating, but feel good knowing someone somewhere there is aware of the issue.

Name was removed of rep as I am not trying to be a jerk.

 

[Skywalker(OG)Kush]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

I got a new email today, so that was very nice, and the rep is trying which is appreciated. Email follows:

Dear Matt,

Thank you for contacting our customer service department.

I see that you have been working with Daniel regarding this issue. I can confirm that an inquiry with pictures has been received, however, we are lacking a picture that shows a hole in the C-3PO graphic box that was sent to you. Please send any pictures that you have of any damages to the graphic box. Once we are provided with a picture that shows the hole and damage, we will be happy to assist you in any way that we can in getting you a replacement box.

In addition, I went ahead and added a permanent note to your account to ensure that the pack out service will be added to all applicable existing and future orders. As a courtesy, I am happy to have your next order be packed out at no expense. We appreciate the feedback and are currently working towards having the pack-out service option included on our website. I sincerely apologize for the inconvenience.

As always, please do not hesitate to contact our customer service department with further questions or concerns.


Now, as you see the only issue is that some confusion was caused in thinking I had sent a new email on the C-3p0 box, which was received with some damaged, but minor. I had meantioned it as 'last item I rec was C-3P0 and was also damaged'

Had to clarify the new inquiry was on the Stormtrooper and did attach 3 of the pics at the front of this thread as proof, since Proof is clearly needed by them. A little frustrating, but feel good knowing someone somewhere there is aware of the issue.

Name was removed of rep as I am not trying to be a jerk.

I am glad they emailed u back but it seems they are intentionally delaying the process- probably because they are understaffed & playing catch up after the holidays-.by asking u to resend pictures. I had a similar experience with Daniel recently, which is not normal, my past experiences dealing with him were great. He has no time thus the piss poor canned response. more pressing needs to address, he can only do so much...

 

[Matt S]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

I am glad they emailed u back but it seems they are intentionally delaying the process- probably because they are understaffed & playing catch up after the holidays-.by asking u to resend pictures. I had a similar experience with Daniel recently, which is not normal, my past experiences dealing with him were great. He has no time thus the piss poor canned response. more pressing needs to address, he can only do so much...

Yeah, they have got to be swamped. I feel for them, but only to a point. Whoever is in charge there, hire more people!

 

[Matt S]

Re: Normal 'wear&tear?' SSC: we need packout options when ordering

Well today is 2/14, almost 2/15 as I type this, and still waiting for a honest-to-goodness response. And a 'thanks for the message - we will get back to you soon' email doesn't count. Sideshow: you have two people working over there at this point? Seriously, what is up?